• Job Description

  Req#: 25023879

  Job Description:

  At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

  Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

  Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

  At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

  Job Description:

  The Operations Consultant role is responsible for supporting the Sr. Operations Consultant (SOC). This role is critical to the delivery of a high touch service model and efficient operational unit. He / She helps make key decisions related to forecasting, scheduling & event planning. The Operations Consultant will form strategic relationships with business partners to maximize resources required to achieve service level goals while balancing the needs of associates and support key business initiatives to improve the overall client experience. He / She will assist with creating optimal daily and weekly schedules for given forecast periods.

  Success in this role will be directly tied business performance on a quarterly basis dependent on key metrics within the organization - Client Satisfaction, Service Level Attainment, and Associate Productivity.

  Responsibilities:

  • Assist with Agent Schedules / Changes to Base Schedules - Permanent schedule changes / Publish Schedules / Team Changes.

  • Support with creating Short Term Interval Level Forecasting / Staff Planning Management / Event & Calendar Management.

  • Partner with SOC for Schedule / Shift Bid Management / Vacation Bid Management.

  • Support the SOC with Event Planning & Management – Calendar Management.

  • Help SOC with Associate Readiness Management / Optimization.

  • Assist in Creating & Building New Hire set-up in WFM.

  • Aid with WFM IEX updates.

  • Understanding of Skills Based Routing Logic to help define base schedules and overall coverage.

  Required Skills / Qualifications:

  • 2+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.), required.

  • 1+ years prior WFM experience required (2-3 years highly preferred).

  • Strong business, operational, and procedural knowledge of a call center required.

  • Analytical and Quantitative skills preferred.

  • General knowledge of dynamic call routing models and how they affect headcount requirements required.

  • Prior experience and a fundamental understanding of call center forecasting, agent scheduling & event planning within a contact center highly preferred.

  • BS/BA Degree and/or equivalent combination of education and experience required.

  • General knowledge of Consumer Investments systems, processes, clients, and platform preferred.

  • Ability to adjust rapidly to changing demands and priorities.

  • Presentation, communication, and written skills; clearly conveys concepts and information.

  • Strong organizational skills and attention to detail is critical in this role.

  • Strong time management and prioritization skills.

  • Ability to work effectively under pressure and time constraints.

  • Ability to manage multiple priorities simultaneously.

  • Ability to work independently.

  • Must be a self-starter with excellent follow up, resolution and communication skills.

  • Demonstrates the ability to effectively partner with senior leaders and build rapport with associates.

  • Organized and professional with an ability to work with business partners to meet deadlines.

  Skills:

  • Customer and Client Focus

  • Problem Solving

  • Risk Management

  • Adaptability

  • Attention to Detail

  • Collaboration

  • Critical Thinking

  • Issue Management

  • Analytical Thinking

  • Decision Making

  • Oral Communications

  • Presentation Skills

  Shift:

  1st shift (United States of America)

  Hours Per Week:

  40

  Pay Transparency details

  US - IL - Rolling Meadows - 1600 Golf Rd (IL3511), US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Princeton Place At Hopewell Bldg. 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

  Pay and benefits information

  Pay range

  $67,100.00 - $89,000.00 annualized salary, offers to be determined based on experience, education and skill set.

  Discretionary incentive eligible

  This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

  Benefits

  This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

Notice